Got Questions?

FAQ

Customer service and support

Customer service is available by email and messenger, weekdays, during regular business hours

Absolutely! Contact us by email or messenger so that we can direct you to the appropriate specialist. Meetings by video-conference and in-store appointments are available.

Due to the current situation, the Chambly store is operating with limited staff. The best way to reach us is by messenger or by email at shop@boutiqueadrenaline.com

Sales Policies

We do not adjust the prices of your past purchases to match those of our clearance events such as Mad Friday Sale, Cyber Monday Sale, Post-Christmas/Boxing Day Sale, etc.

No price adjustments will be made on items that are part of these promotions: Neither ours nor our competitors'.

All adjustments are subject to approval at the time of purchase.

All advertised discounts apply to the regular price of selected merchandise only. Discounts apply to in-stock merchandise only.

Deliveries

Normally, orders received Monday through Friday before 3:00 p.m. (ET), are filled the same day (excluding holidays). Orders received on weekends, holidays or after hours will be filled on the next business day.

Yes, choose the pickup option during checkout.
You will receive an email when your order is ready for pickup.
Orders are usually ready within 24 hours, except on weekends.

Pickup according to store opening hours.

It all depends on where you live. In general, free delivery takes from 4 to 7 days.

Local delivery is our fastest and most economical service. It is offered for cities near the Chambly store (Carignan, Chambly, Marieville, Richelieu, St-Angèle and St-Mathias). The delivery is assured by the fast courier service "Livraison Barbu". Orders are usually delivered the same day or the next day.

Preorders

Preordering allows you to secure some very popular items that may be hard to find in stores once they are delivered by the manufacturer at the beginning of the season.

An
approximate delivery date is indicated on the page of each pre-order
product. We deliver pre-orders as a priority as soon as the manufacturer
sends us their stocks.

We are also looking forward to getting the items, but we haven't received the delivery from the manufacturer yet. We deliver the preorders as soon as the manufacturer sends us their stock. However, we have no control over the arrival of these stocks.

It is a possibility that a manufacturer may fail to deliver all the stock ordered. This situation is beyond our control and our responsibility is limited to refunding your deposit.

Yes. However, deposits are not refundable. If you change your mind after placing a preorder, your deposit will be converted into a credit towards another purchase in the store.

Do you have other models in stock?

No. All our inventory is online

Yes, we put all our inventory on the website. New products are added every day.

Yes, send us an email with the item you are looking for and we can see if it is available from the supplier (certain conditions apply).

Credit card issues

Make sure the billing address and postal code you enter at checkout is the same as the one on your credit card file.
Make sure you enter the correct postal code. Put a space between the first and last three characters e.g. A1B 2C3
If you choose to use the same address for billing and delivery, make sure it is the same as the one on your credit card file. it is possible that the credit card company will block the transaction if they believe it is a fraudulent use. Check with them.
Make sure you have the necessary funds (!)

It is possible. Don't panic. Many banks will display the fee immediately when a payment attempt is made, even if it fails. Most of the time, failed payment attempts appear as pending charges. However, some banks display them as regular fees. These charges, regardless of their status, appear briefly before being reversed. The length of time the charge appears on the customer's account depends on the bank, but is usually 3 to 5 days.

It's possible. Don't panic, what you are seeing is only a payment authorization and not an actual charge.

When you make a purchase online, your credit card company authorizes the transaction and reserves that amount for a short period of time (a few days) to allow the website to complete the sale. This authorization appears on your statement and looks like a transaction
Then, our site captures the authorized amount on your card. Sometimes there is a delay between the capture of the amount and the disappearance of the authorization entry. In this case, the authorization remains visible on your statement for a few days before disappearing. This entry does not represent an actual chargeback.

Billing Address must be the same as the credit card address. The postal code must be in the format A1B 2C3 (Don't forget the space).

If you use the shipping address as your billing address, it must also be the address on your credit card. Same idea as above regarding the postal code.

Order modification

If you have not yet received a shipping confirmation email, it may be possible to change the order. Please contact us by email at shop@boutiqueadrenaline.com as soon as possible and we will do our best to accommodate you.

If you have not yet received a shipping confirmation email, it may be possible to change the order. Please contact us by email at shop@boutiqueadrenaline.com as soon as possible and we will do our best to accommodate you.

Yes, contact us quickly by email at shop@boutiqueadrenaline.com.

Returns, Exchanges & Refunds

If you are not satisfied with your order, you may return your item.

All return requests must be made to shop@boutiqueadrenaline.com within 7 days of the delivery date.

Send an email with: Your name, order number, the name of the item in question and the reason for the request.

All returns must be authorized before being shipped back to us. An authorization number will be provided at that time.

Any merchandise returned without an authorization number will automatically be returned to the sender at their expense.

All merchandise must be returned in the original condition in which it was purchased: unworn, unused, unaltered and all labels must still be in place.

It is important to protect the original packaging before returning. For example, a shoe box must be wrapped before shipping.

Shipping charges are not refundable. Shipping fees are always at the customer's expense, unless the item is defective. In this case, boutiqueadrenaline.com will pay the return shipping costs according to its conditions.

Customers must make sure to mail the item to be returned within 5 working days following the issuance of the return authorization number. Failure to do so will result in a credit being issued and no refund will be given.

No. First, contact us by email at shop@boutiqueadrenaline.com. Once you have obtained your return number and indicated your intention to come to the store, it is possible to drop off the merchandise on site on weekdays only, according to the store's opening hours. No returns will be accepted on weekends.

Approximately 5-10 business days. Although we submit any refund to your bank immediately, the bank still needs to process the refund and apply it to your account. Processing time may vary from bank to bank.

Refunds may appear as a credit or a cancellation. In the latter case, the original payment is removed from your bank statement and a separate credit is not issued.

If the refund is issued during the authorization period (usually 7 days from the original transaction), you may still see the charge as "pending" on your statement until the authorization period expires, with no mention of the "refund."

Christmas present doesn't fit? No problem. You have until January 10th to make your return request. Note that the other usual conditions apply and that requests must be made by email to shop@boutiqueadrenaline.com.

Warranty

If a product under warranty purchased at Boutique Adrénaline is defective, you can make a warranty claim. Contact us by email with pictures of the problem.

Our customer service department can assist you in contacting the manufacturer.

Warranty policies vary greatly depending on the type of product and the manufacturer.

Generally, manufacturers guarantee that their products are free of manufacturing defects and that they will withstand normal use in a satisfactory manner.

We sell a multitude of products at Boutique Adrénaline.

Check the manufacturer's website for information regarding the specific warranty policy for your product.

As a general rule, warranties do not cover: Normal wear and tear, problems resulting from impact, misuse, abuse or neglect. Among other things, cosmetic problems, dents or chips due to skis crossing or getting caught in lift lines or elsewhere are not covered.

Warranties are assumed by the manufacturer: replacement, credit or repair are at the discretion of the manufacturer.

Boutique Adrénaline is here to assist, advise and facilitate your claim process with the manufacturer. That being said, Boutique Adrénaline defers to the warranty rules and policies in effect at each manufacturer, who will make all final decisions regarding the warranty.

Before committing to a procedure, contact our customer service department.

By sending us a few pictures and a description of the problem, it will be faster to do the required pre-checks with the manufacturer to confirm if the problem is indeed covered.
This will make it easier to start the claim process.

1. Notify us as soon as you notice the problem.
2. Items must be clean
3. Make sure you have proof of purchase.
4. Take pictures that clearly illustrate the problem.

If necessary, the cost of shipping goods for exchanges or warranty evaluations (round trip) must be paid by the customer.

Some products must be sent to the manufacturer for evaluation. It is possible that the manufacturer will decide against you. Boutique Adrénaline is not responsible for the outcome of this decision made by the manufacturer. In this case also, the costs are the responsibility of the customer.

If the manufacturer decides to honor the warranty by replacing the product, the round trip may take up to six (6) weeks for shipments made in Quebec and up to eight (8) weeks for shipments outside Quebec.